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.NGOS

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TQM

ISO 9000

BPR

kAIZEN

QC

Benchmarking

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In all cases
THE Result IS.

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Excellence
Total Quality
Quality Assurance

Process Control

Quality Control

The Management of Quality

Inspection

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Initial Thought
Airports and Aircraft Operations are
the elements of air navigation which
have the most direct contact with the
public.
The actual and perceived quality is
therefore the most critical in relation
to safety, security, efficiency and
service.

Introduction
ICAO
defines
international
regulations,
identifies deficiencies in adoption, but can not
enforce compliance with SARPs
Several States are ensuring compliance
through legislation, regulation and verification
but enforcement is sometimes lacking
Quality Management Systems new to Airports
Increasing trend in Airport Certification primarily
in the areas of efficiency and service for
commercial objectives
Quality systems should also include safety and
security to combine ICAO, State, Airport and
User interests

Quality Definitions (ISO)

Quality the totality of features and characteristics of a
product or service that bear on its ability to satisfy a given
need.
Quality Policy the overall quality intentions and direction
of an organisation as regards quality, as formally expressed
by top management.
Quality Management that aspect of the overall
management function that determines and implements the
quality policy.

Quality Definitions (ISO)

Quality System

the organisational
structure,
responsibilities, procedures, processes and resources for
implementing quality management.
Total Quality Management a management approach of
an organisation centred on quality, based on the
participation of all its members and aimed at long term
success through customer satisfaction and benefits to the
members of the organisation and society.
Quality Assurance the activities an organisation carries
out to provide to external and internal parties confidence
that the organisation will consistently meet the requirements
for quality.

Airport Elements
Processing Elements
Airside Aircraft and vehicles
Terminal Area Passengers and Cargo
Landside Vehicles and rail

Physical Elements - Airspace,

Infrastructure, Facilities, Equipment

Site,

Operational
Elements
Services,
Procedures, Organization, Administration

Airport Users
Entities - Airport Administration, Airlines,
Agents, Concessionaires, Emergency and
support service providers
People - Passengers, Employees, Visitors
Mobile Objects - Aircraft, Vehicles and Rail

Identifying aviation system stakeholders

Aviation professionals
Aircraft owners and operators
Manufacturers
Aviation regulatory authorities
Industry trade associations
Regional air traffic service providers
Professional associations and federations
International aviation organizations
Investigative agencies
The flying public
Module N 7

ICAO Safety Management Systems (SMS) Course

24

Aviation Quality Elements

Safety
Security
Efficiency
Service
Capacity
Environment
Health

Airport Quality Framework

International Regulation
National Legislation
National Regulation
Airport Certification
International Oversight

Time : .
Delivery : .
Completeness : .
Courtesy : .
Consistency : .
Convenience : .
Accuracy : .
Responsiveness :

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Improved
Quality

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EDWARD DEMING
JOE JURAN

FEIGENBAUM

crospy

ISHIKAWA
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"



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- TQM

Improved
Quality

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Majority (80%+) of quality problems are the fault
of poor management, not poor shop-floor workers
Juran

%
) (
Deming

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6 Sigma

ISO

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Types of Waste

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Defects
Over Production
Transportation
Movement
Waiting
Inventory
Over Processing
Lost Creativity

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Emp

T.

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T.W

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) (

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( ) (

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Functional orientation

Process orientation

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= + + + +. +
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Outside organization

C
S
C
S
CS
C
C
S
SC
S

ustomer
upplier
ustomer
upplier
ustomer
upplier
ustomer
ustomer
upplier
upplier
ustomer
upplier

The quality chains

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Prevention costs,
Appraisal costs,
Internal failure cost,
External failure costs,
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systems documentation's, auditing, training, etc....

inspection, testing and auditing
scrap, rework, seconds, firefighting
warranty claims, product liability
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Traditional Western Approach

People

Process
System

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CRM

Systems integration
There is a tendency in civil aviation to integrate the different
systems of management:
Quality management system (QMS)
Environment management system (EMS)
Occupational health and safety management system
(OHSMS)
Safety management system (SMS)
Security management system

Module N 7

ICAO Safety Management Systems (SMS) Course

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There really is another way

HERE is Edward Bear, coming
downstairs now, bump, bump,
bump, on the back of his head,
behind Christopher Robin.
It is, as far as he knows, the only
way of coming downstairs, but
sometimes he feels that there
really is another way, if only he
could stop bumping for a moment
and think of it.
From A.A. Milnes Winnie the Pooh Series
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The END

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